IT Help Desk

United States of America
06 August 2019

Our purpose is simple and compelling: To release the natural power of stone to enrich modern living.

ROCKWOOL products save energy and water and reduce CO2 emissions, protect buildings from the spread of fire; reduce waste; improve acoustic comfort, building performance and aesthetics; and enhance Precision Growing, thereby improving the efficiency of fresh food production.

While the stone we use may be millions of years old, what we do with it is cutting-edge. Every day, ROCKWOOL colleagues are developing and applying new technologies to release yet more potential of stone wool to enrich modern life.

Would you also be proud to enrich society like we do? Apply now to join us as we improve modern living conditions for millions of people worldwide.


The ROCKWOOL Group’s main business area is building insulation, providing thermal comfort along with fire safety and acoustical comfort for all types of buildings.

This is the role:

The IT Service Consultant reports directly to the Manager NA, Digital People & Sites and is based out of the Office in Chicago, IL. You will act as the single point of contact for our users in managing all issues or queries and provide technical assistance.

1st Level Support:

  • Handle Incidents and Service Requests in an efficient way.
  • Perform site visits to sites within the region where needed.
  • Provide user training as and when required including on-boarding.
  • Attend to Global Emergency Hotline calls in time and respond accordingly.
  • Meet the SLA targets
  • Meet KPI’s and productivity targets
  • Continually demonstrate excellent inter-personal and telephone communication skills and takes personal  responsibility for his/hers actions
  • Secure the Quality of Asset Management master data
  • Secure the Quality of IT Service Management master data

This is what you offer:

  • University or College diploma in Computer Science or similar
  • Preferably 2+ years experience in global support environment
  • Written and spoken English proficiency
  • Customer Focused
  • Proactive in raising concerns or take initiatives to improve procedures
  • ITIL Foundation certification would be an asset
  • Solid technical experience in administering Microsoft Windows 10, including devices, drivers, deployment and troubleshooting
  • Solid technical experience in imaging laptops with Windows
  • Strong knowledge in using Microsoft Office 365
  • Familiarity with using incident management tools
  • Comfortable with installing a wide range of hardware peripherals using different interfaces


If you recognize yourself in this opportunity, please apply, sending an English version of your resume.         


At the ROCKWOOL Group, we are committed to enriching the lives of everyone who comes into contact with our solutions. Our expertise is perfectly suited to tackle many of today’s biggest sustainability and development challenges, from energy consumption and noise pollution to fire resilience, water scarcity and flooding. Our range of products reflects the diversity of the world’s needs, while supporting our stakeholders in reducing their own carbon footprint.

Stone wool is a versatile material and forms the basis of all our businesses. With approx. 10,500 passionate colleagues in 38 countries, we are the world leader in stone wool solutions, from building insulation to acoustic ceilings, external cladding systems to horticultural solutions, engineered fibres for industrial use to insulation for the process industry and marine & offshore. We encourage you to join our team!



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